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Remote Crime Detection Operator Supervisor
mitie cleaning & hygiene services
Supervise RCDO operators to manage CCTV, incidents, and workload for Sainsbury stores.
9d ago
Intermediate (4-7 years), Experienced (8-12 years), Expert & Leadership (13+ years)
Full Time
Northampton, England, United Kingdom
Field
Company Size
1500+ globally Employees
Service Specialisms
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Sector Specialisms
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Role
What you would be doing
cctv monitoring
incident management
workflow oversight
capacity planning
compliance management
team supervision
- Ensure the team respond to all CCTV requests within target guidelines and give our customers an excellent customer experience at all times
- Ensure compliance with GDPR and Company and Client quality standards
- Responsible for leading RCDO Operators to appropriately manage workload, action and CCTV requests in a timely manner
- Establish work priorities and match them to these resources
- Coach team members to achieve processing performance through technical capability
- Where appropriate, implement actions to protect the business and minimise non-compliance at all times
- Involve team in problem solving, workflow creation and improvement ideas to gain the best solutions whilst creating the buy in and engagement of team members
- Lead the team in a way that is in line with company values and behaviours and leading the team to fulfil their potential and to exceed clients expectations
- Leading RCDO Operators to support colleagues across the clients network by creating a safe and secure environment
- Responsible for leading RCDO Operators to process CCTV evidence from multiple Sainsbury's locations
- Ensure excellent management of customer incidents and ensuring a comprehensive handover is carried out at the beginning and end of shifts.
- Proactively manage the team to ensure high levels of performance and attendance including daily huddles, 121s and PDRs
- Work with the RCDO Operations Manager to plan capacity on a weekly basis (with daily amends where necessary) through the efficient deployment of people and equipment
- Work and communicate with other SOC functions as appropriate to ensure workflow is effective and delivers the right output in the right timescales
- Report to the RCDO Operation Manager any incident outside of experience or control and follow all actions as specified regard to issues arising during the course of their duties
- Responsible for leading the end to end management of real-time incidents as they occur by actively monitoring of CCTV, in line with Mitie and the clients policies and procedures.
- Day to day supervision of RCDO Operators
- Ensure workflow is monitored and controlled within the team to ensure capacity is high and downtime, duplication and wasted effort are minimised through use of daily huddles
- Complete ad-hoc projects as designated by the RCDO Operation Manager on time and to a high standard of quality
What you bring
sia licence
cctv
access control
microsoft office
soc knowledge
teamwork
- A positive attitude and ability to deal with pressure professionally
- Experience of working in a controlled environment and an ability to work under pressure
- Ability to build and maintain relationships with a strong teamwork ethic
- Reliable, flexible and discreet
- Operating experience of industry standard integrated security solutions (eg, CCTV, Access Control, Alarm Management)
- Previous achievement of performance targets and driving performance through utilising metrics
- Excellent report-writing and analytical skills with sharp attention to detail
- SIA Licence holder - CCTV & Guarding. (Training can be provided)
- Relevant industry experience – ability to demonstrate an understanding of SOC requirements and processes
- Experience of working within a demanding fast-paced environment
- Computer literate with a variety of software including Microsoft Office and relevant bespoke software
- Ability to lead and motivate a diverse team to provide excellent customer service
- An excellent working knowledge of all processes and procedures associated with a manned Security Operations Centre (SOC) including incident response, CCTV monitoring and remote access
- Experienced in achieving SLAs, identifying gaps against standards, and implementing improvement solutions
- Computer literate with a variety of software, including Microsoft Office and bespoke software
- Solid organisational skills with the ability to coordinate multiple priorities and achieve tight deadlines
- Good educational background and a solid command of written and spoken English
- Demonstrate an excellent understanding of all systems in use in the SOC.
- Ability to accurately follow detailed processes
- Our promise to our people: a place to work where you can thrive and be your best every day.
- We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
- Enabling Sainsburys to make their store a safe place to work and shop
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Overview
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Culture + Values- Bring your expertise in software development
- Bring your creativity and problem-solving skills
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- Bring your expertise in software development
- Bring your creativity and problem-solving skills
- Bring your expertise in software development
- Bring your creativity and problem-solving skills
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- Bring your expertise in software development
- Bring your creativity and problem-solving skills
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